Customer

Responds
Within 3
Days?

Yes
Help Desk
Team #2

Resolved?
Yes Store
Satisfaction
Results
Automated

No
System

Close Ticket

Web Request
Technician

No

Phone Call / In
Person?
ISC Supervisor #2

Assign Ticket

Ticket
Automatically
Created in Help
Desk

Can Solve
Directly?

Determine
Action Work
Required
Analyze &
Email
Address
Problem
Vendor

Create
Can Solve
Completed
Directly?
TicketYes Record
Stored in
Database No

EXERCISE 4 – CREATING FLOWCHART Can Solve

Directly? Initiate External
BPA in Place?
Service Request
IT Service
Center WN
No Addresses
No

Yes

Automated
Request to Stored Data
Confirm
Resolution Advise
Yes Customer

No
Evaluates
Problem
Service or
Replace as
Agreed?

No

BPA in Place?

In-House
Washington
Solution?
Product?
No

Yes

Implement
Solution

Instruct
Technician

IT Service
Center WNYes
Addresses

Management
Decision Inform
Customer
No